Cancellation & Refund Policy
Last updated: August 2026
PaperToProd holds every project payment in escrow until the work is approved. Because the money is held by the platform — not paid straight to the designer — a project can be cancelled and funds returned to the client in the cases below. Cancellations and refunds are reviewed and issued by our support team; to start one, email us with your job number and a brief explanation.
1. Cancelling before you accept a proposal
If you have only posted a job and not yet accepted a proposal, no payment has been taken, so there is nothing to refund. You can cancel and close the job from the job page at any time at no cost.
2. Cancelling after escrow is funded, before work is delivered
If you have paid into escrow and you and the designer agree to cancel — for example the designer has not started — your payment can be returned. For this, email our support team with your job number and a short explanation, and we will return the funds to your original payment method.
3. Refunds through a dispute
If you and the designer cannot agree, either party can raise a dispute from the job page. Our Dispute Manager reviews the chat history, submitted files, and the original brief, then decides one of:
- Full refund to the client — the work is undeliverable or the designer abandoned the job.
- Full payment to the designer — the work meets the brief.
- Partial refund / split — both parties share responsibility; the split is set by the Dispute Manager.
See our Dispute Policy for the full process.
4. How refunds are issued
Once a refund is approved, it is issued to your original payment method through our payment provider, Razorpay. The time it takes to appear on your statement depends on your bank or card issuer.
5. Platform fee
Clients are not charged a platform fee, and when a project is refunded in full you receive back everything you paid — including the payment-processing fee. Partial refunds return the refunded amount plus its share of the processing fee. Designer-side withdrawal fees already charged on completed payouts are not returned if the underlying job is later refunded through a dispute.
6. Marketplace purchases (instant downloads)
Buying a ready-made design from the marketplace is different from a custom project: the files are digital goods delivered to you instantly on payment. Because a downloaded design cannot be returned, marketplace purchases are final and non-refundable once the download is available — with these exceptions, which we do refund:
- Unauthorized or fraudulent charge — you did not make or authorize the purchase.
- Materially not as described — the delivered files are corrupt, empty, or clearly not the design shown, and the seller cannot fix it.
- Infringement takedown— the listing is removed because it infringed someone else's rights.
To report any of these, use the “Report” option on the listing or email our support team with your purchase details. We do not refund because you changed your mind, no longer need the design, or could produce something similar yourself.
7. How to request a refund
Email support@papertoprod.com with your job number, the reason for the refund, and any details that help us understand the situation. We respond within 24 hours, Monday to Saturday.